Analisis Kepuasan Pelayanan Nasabah Di Baitul Maal Wat Tamwil (BMT) Al-ittihad Rumbai Kota Pekanbaru

Mukhson, Qonitah Qutratu A'in (2025) Analisis Kepuasan Pelayanan Nasabah Di Baitul Maal Wat Tamwil (BMT) Al-ittihad Rumbai Kota Pekanbaru. Other thesis, Universitas Islam Riau.

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Abstract

This research was motivated by the issue of service satisfaction at Baitul Maal Wat Tamwil (BMT) Al-Ittihad in Pekanbaru City. The study aimed to analyze the level of customer satisfaction with the services provided by Baitul Maal Wat Tamwil (BMT) Al-Ittihad in Pekanbaru City. This research was a quantitative descriptive study. The method used was a survey, and data collection was conducted using questionnaires. The population at BMT Al-Ittihad Rumbai consisted of 87 individuals, sampled using simple random sampling with the Slovin formula. The analysis technique employed descriptive quantitative analysis, presented in percentage form, to describe and analyze the actual conditions in the field based on measurable data. The results of the study indicated that customer service satisfaction at Baitul Maal Wat Tamwil (BMT) AlIttihad Rumbai in Pekanbaru City was categorized as "very good" based on the tangible aspects of service (Tangibles), reliability (Reliability), responsiveness (Responsiveness), assurance (Assurance), and empathy (Empathy). This means that the average scores across all categories demonstrated that the services at Baitul Maal Wat Tamwil (BMT) Al-Ittihad were classified as "very good."

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